Manager, Conversational Systems

Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain


Weekly Hours: 40
Role Number:200178761
The people here at Apple don’t just build products — we craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that supports the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it. Imagine what you could do here at Apple. New insights have a way of becoming great products, services, and customer experiences very quickly. Bring your passion and dedication to your job and there's no telling what you could accomplish! Apple Retail is seeking an experienced Manager to direct a team passionate about Conversational Systems that are connected to chat customer experiences. This leadership position is responsible for building and executing a vision for automated self-service and human assisted support to simplify the way Apple’s customers connect with us. Success in this role: you need a deep technical product and program management knowledge demo strategy to execution across the entire Agile lifecycle. This position requires building and maintaining relationships across both your engineering and business partners. Excellent communication skill and the ability to be an inspirational leader.

Key Qualifications

  • 8+ years of proven experience leading globally diverse product teams.
  • 3+ years of Agile project and/or program management experience.
  • Experience in linguistics and conversation design.
  • Foundational experience in Machine Learning / NLP systems in a multi-lingual setting.
  • Understanding of application interfaces and API interface documentation (Example: Swagger).
  • Proven experience working on global enterprise teams.


You will lead a team defining the personality of Apple Retail’s Conversational System, this includes: - Advocate for the customer’s conversational experience. Can articulate key intents to craft design, content, and architecture. - Direct and lead the evolution of our Conversational Systems. - Collaborate on a continuous basis with other product management track leaders, reviews impact of upcoming new features, identify requirements and include these in the appropriate project’s roadmap and in Capital Planning. - Build and encourage collaboration across this team, business and engineering partner teams. - Proactively works with the team to drive and prioritize sophisticated, long-term, critical platform problems with engineering partners. - Direct activities and outputs of direct reports. - Regularly collaborate with WW and regional leaders on technical issues and platform performance improvements. - Define requirements that promote scalability of Conversational Systems. - Reviews data from various sources and consults with cross functional partners to resolve effective product features. - Set and measure critical metrics to drive product planning and optimization of the Conversational System Platform. - Communicate clearly in both spoken and written form. - Develop the technical and soft skills of team member, assigning mentors, and maintaining development plans. - Meet commitments and drive closure to open items across the team. Provide regular status updates to management, and summarize issues to key points and actions required. - Make decisions in a timely manner, sometimes with incomplete information and under tight deadlines and pressure. Use data analysis and empirical information to support conclusions.

Education & Experience

BA/BS required, Computer related degree preferred. MBA is a plus.

Additional Requirements